[Hiring] Production Support Analyst @Makai Labs

Role Description

Makai Labs is seeking a client-facing Production Support Analyst to own high-touch support for one of our enterprise platform deployments. This role is focused on ensuring users are successful in production:

• Responding quickly, triaging issues with clarity, coordinating across internal teams, and communicating effectively with client stakeholders.
• This is a critical role with coverage expectations aligned to client needs.
• Plan PTO responsibly around peak periods and partner with the team on clear coverage continuity (including late-December business weeks).

What you’ll do:

• Serve as the primary point of contact for day-to-day client support requests, questions, and production issues.
• Triage and troubleshoot incoming issues (severity/impact, steps to reproduce, environment context, screenshots/logs) and route them to the right internal owners.
• Create high-quality tickets and documentation to help engineering/design/QA resolve issues quickly and accurately.
• Provide clear, consistent client communication: acknowledge requests, set expectations, share ETAs/workarounds, and close the loop.
• Coordinate incident response and resolution across internal stakeholders; run follow-ups and ensure nothing falls through the cracks.
• Identify patterns and recurring issues; propose improvements to workflows, documentation, training, product UX, and support processes.
• Maintain and improve support artifacts (runbooks, FAQs, known issues, client-facing guides).
• Support release coordination and validation: confirm fixes, communicate changes, and help ensure smooth adoption.

Qualifications

• US-based, able to work primarily within Eastern Time business hours.
• Experience using or willingness to learn ticketing and collaboration tools (e.g., Jira, Zendesk, ServiceNow, Linear, Slack, Confluence/Notion, etc.).
• Strong ability to troubleshoot and gather the right information (steps to reproduce, environment details, screenshots, logs).
• Excellent written communication skills (clear status updates, summaries, and client emails/messages).
• Exceptional attention to detail with a demonstrated ability to follow through and close the loop on open items.
• Comfortable working in environments with coverage expectations tied to client needs (including coordinated coverage during peak periods).
• Comfortable working with relational databases and using basic SQL to investigate issues and validate data; ideally able to write scripts/queries and safely make updates that may impact large amounts of data.

Requirements

• Experience in a client-facing support role for a B2B SaaS/platform.
• Experience supporting workflow automation, data platforms, or enterprise operational software.
• Familiarity with basic technical concepts (APIs, permissions/authentication, SQL basics, browser dev tools).
• Experience creating runbooks, knowledge-base articles, and support process improvements.
• Prior exposure to incident management practices (severity definitions, escalation paths, SLAs).
• Familiarity with accounting, audit, or professional services firms.
• Experience in a dedicated/embedded client support model vs. shared support team.

Core Values for Makai Employees

• Be a flexible, innovative and creative thinker.
• Be congenial and a team player.
• Be self-sufficient.
• Be self-driven with an ownership mentality.
• Have a strong work ethic.

Benefits

• Fully remote role, Eastern time zone.
• Opportunities to work in-person with local colleagues.
• Generous PTO (planned with coverage continuity in mind).
• Free health insurance.
• 401(k) matching.
• Career growth & development opportunities.